M356 CRM Business Analyst

Roles & Responsibilities :

looking for a seasoned Business Analyst with around 8 years of experience, specializing in Microsoft Dynamics 365 CRM Customer Service workspace. The ideal candidate will operate in a fast-paced Agile environment and will be responsible for bridging business needs with technical solutions, ensuring the successful implementation of Dynamics 365 CRM functionalities aligned with healthcare industry standards. Prior work experience in the domain of health care is an added advantage.

Key Responsibilities:

• Collaborate with onsite Business analyst and customer team to gather, analyze, and document detailed business and functional requirements.

• Collaborate with customer stakeholders on a need basis to gather, analyze, and document detailed business and functional requirements.

• Act as the liaison between onsite and offshore teams for Dynamics 365 CRM requirements

• Hands-on experience in Dynamics CRM to an extent of driving PO demos.

• Participate in Agile ceremonies such as sprint planning, backlog grooming, daily stand-ups, reviews, and retrospectives.

• Write clear and concise user stories, acceptance criteria, requirements, and maintain product backlogs using Agile tools (e.g., Azure DevOps, JIRA).

• Perform gap analysis between current processes and Dynamics 365 CRM capabilities; recommend improvements.

• Work closely with cross-functional teams including developers, testers, architects, and SMEs to deliver high-quality solutions.

• Facilitate User Acceptance Testing (UAT), create training materials, and support change management activities.

• Ensure compliance with healthcare industry regulations such as HIPAA, HL7, or FHIR standards.

• Continuously evaluate business processes and identify opportunities for improvement and automation using Dynamics 365 CRM features.
  

Educational qualification:Bachelor’s degree in business, Information Systems, Healthcare Administration, or related field.

Experience :

3-7 years of experience as a Business Analyst.

Minimum 3–5 years of hands-on experience with Microsoft Dynamics 365 (Customer Engagement and related modules).

Mandatory/requires Skills :

• Proven experience working in Agile teams and environments.

• Solid understanding of healthcare workflows, data standards, and compliance requirements.

• Proficiency with tools such as Azure DevOps, JIRA, Confluence, Visio, Power BI, and MS Office.

• Excellent communication and stakeholder management skills.

Preferred Skills :